Ecommerce Site Operations Manager

We’re looking for an organized, detail-obsessed Ecommerce Site Operations Manager to own the day-to-day operations of our DTC website and TikTok Shop presence.

This is a hands-on execution role at the intersection of site merchandising, customer experience, and digital operations—ideal for someone who takes pride in precision, moves quickly, and genuinely cares about the end-to-end shopping experience.

Key Responsibilities

Site Merchandising & Operations — 70%

Own day-to-day ecommerce site operations, including product catalog management, PDP setup, and maintenance. Manage merchandising execution for new product launches, promotions, and seasonal refreshes. Lead QA and backend readiness for site initiatives. Identify potential site issues before launch and drive fast resolution when issues occur. Monitor website functionality, UX, mobile experience, and page speed. Proactively identify and resolve site performance and functionality issues. Coordinate with development partners and internal stakeholders on site enhancements, bug tracking, and technical updates. Onboard and manage catalog content for third-party marketplace vendors. Track and report on key ecommerce KPIs, including conversion rate, product performance, return trends, and customer experience signals. Use performance data and customer insights to inform merchandising decisions.

Customer Experience — 15%

Partner with the Customer Experience team to ensure a seamless post-purchase experience. Help resolve order issues, fulfillment bugs, shipping concerns, and returns-related issues. Monitor and escalate ecommerce and CX issues involving shipping, fulfillment, payments, returns, and orders. Drive fast resolution of customer-impacting site and operational issues. Monitor recurring customer feedback and identify patterns. Surface customer insights that can inform website improvements and CX priorities.

TikTok Shop Operations — 15%

Own day-to-day TikTok Shop operational requirements. Manage TikTok Shop product setup and PDP accuracy. Ensure inventory is ready for product launches and campaigns. Support TikTok Shop launch execution. Ensure product information and catalog content are accurate and up to date. Optimize TikTok Shop content and catalog information for the platform. Ensure product information remains aligned across ecommerce channels. Partner with affiliate teams to support TikTok Shop campaigns. Coordinate creator-facing product and inventory requirements.

Requirements

3–5 years of ecommerce experience. Experience working with a DTC or ecommerce brand. Hands-on Shopify experience. Experience in beauty, wellness, CPG, or a similar consumer-focused industry preferred. Strong experience with ecommerce backend operations. Experience with PDP setup and product catalog management. Experience coordinating with developers or technical teams. Experience with website QA and troubleshooting. Strong analytical and problem-solving skills. Advanced Excel proficiency, including pivot tables and VLOOKUP. Strong cross-functional communication skills. Ability to work effectively with creative, operations, CX, development teams, and external vendors. Highly detail-oriented and execution-focused. Strong organizational and time-management skills. Ability to manage multiple priorities in a fast-paced environment. Self-directed, proactive, and resourceful. Strong ownership mentality and attention to detail. Genuine interest in beauty, wellness, CPG, or consumer brands.

Nice to Have

Experience with Gorgias, Recharge, or similar ecommerce technology platforms. Familiarity with basic HTML/CSS. Familiarity with Shopify Liquid for light content edits. Experience with affiliate and creator platforms such as ShopMy, LTK, or TikTok Shop. Experience working in a startup or rapidly scaling ecommerce brand. Experience building ecommerce processes and workflows from scratch.

• 3-5 years of hands-on ecommerce experience in beauty, CPG, or DTC with proven Shopify backend expertise including PDP setup, QA processes, and dev coordination, plus advanced Excel proficiency (pivot tables, VLOOKUP).

• Experience with Gorgias, Recharge, or similar ecommerce platforms; basic HTML/CSS or Shopify Liquid knowledge; familiarity with affiliate or creator platforms like ShopMy, LTK, or TikTok Shop; and startup scaling background.

• Shopify, Excel, Jira or similar bug tracking, Google Analytics, TikTok Shop platform, and Gorgias or comparable CX tools.